About the role

Aplyr's Quick Take

This role is about managing customer quality initiatives at Nissan, focusing on improving customer satisfaction and handling complaints. You'll strategize on service KPIs, lead cross-functional teams, and oversee call center operations. It's a managerial position that requires both strategic planning and hands-on execution.

Good fit

Ideal candidates have experience in customer service management, preferably in the automotive industry, and possess strong analytical and leadership skills. A proactive approach to problem-solving and excellent communication abilities will help you thrive here.

Worth noting

The role involves significant interaction with top management and requires a strong focus on customer feedback and satisfaction. Be prepared for a high-pressure environment with a strong emphasis on meeting KPIs and managing escalated complaints.

EXPECTED END RESULTS

MAJOR ACTIVITIES

Meeting Q-VOC Sales Objective

Make strategy for Q-VOC Service KPI achievement
Plan actions based on the strategy
Get the actions implemented through stake holders
Review the effectiveness of actions

Customer complaint Management

Capture the customer VOC through various sources like CEC, Email, letters SM
Analyse the complaints & do the root cause analysis
Plan strategy to reduce complaints through proactive actions & improve customer satisfaction
Create visibility on VOC
Form & lead CFT for escalated complaints
Conduct Daily QRQC

Escalation Management

Handle Top Management & AMI escalated complaints
Co-ordination with Field AS, TCS, Techline, Field Sales to provide solution to critical complaints
Timely acknowledgement to customers and status updates to top Management

Creating customer delight “Customer Connect “

Plan & executive customer connect programs to ensure 100% customer satisfaction
Drive Dealer Motivation programs for high performance on CS

CEC Management

Overseeing the management of call centre
Monthly review
Manpower & Resource Planning
Ensuring timely cascade to Call Centre
Ensuring quality while keeping cost in control
Ensure CEC VOC survey
PDCA based on Survey result
KPI achievement basis CEC VOC Survey

Others

Co-ordinate with region team for various activities related to CQ
Manage the Budget for CQ Activity

Gurugram Haryāna India

Aplyr's read

Nissan Global is a forward-thinking automotive leader, attracting talent committed to innovation and sustainability in a dynamic, international work environment.
Synthesized from recent postings & public sources

What's promising

•Nissan's commitment to sustainability aligns with growing global environmental concerns.
•The company offers diverse roles across various international locations, indicating robust global operations.
•Nissan's focus on innovative technologies provides opportunities for employees to work on cutting-edge projects.

What to watch

•The automotive industry faces challenges with fluctuating demand and supply chain disruptions.
•Nissan has experienced financial instability in recent years, impacting job security.
•Limited public information about career advancement opportunities within the company.

Why Nissan Global

•Nissan's global presence allows for cross-cultural experiences and international career paths.
•The company is a pioneer in electric vehicle technology, leading industry innovation.
•Nissan's Yokohama headquarters symbolizes its deep-rooted Japanese heritage and global influence.

Aplyr’s read is generated by AI from public sources. Was it useful?

About Nissan Global

Nissan Global

nissan-global.com

View company

Nissan Motor Co., Ltd. is a global automobile manufacturer headquartered in Yokohama, Japan, known for its innovative technologies and commitment to sustainability.